florist, flower farm and floral design studio, herefordshire

terms and conditions

 

TWISTED SISTERS TERMS & CONDITIONS

These terms and conditions (the "Terms and Conditions") are the terms and conditions upon which Twisted Sisters ("we/us") makes available to you, the event commissioner, and any of our services.  These Terms and Conditions cover the products and service provided by Twisted Sisters (where applicable). 


1. TWISTED SISTERS PRODUCTS AND SERVICE

1.1 All Twisted Sisters products are subject to availability. In the event of any supply difficulties, Twisted Sisters reserve the right to substitute a formerly agreed ingredient or component within a design of equivalent value and quality without notice. This includes specific flowers/ plants and sundries that may not be available. I would stress that flowers and plant material are natural products and colours may differ/ be unavailable to those agreed but we will always provide the next best thing.

1.2 In the event that Twisted Sisters are unable to supply product, service or any substitute product or service to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full. See 8.1.

2. PRICES AND PAYMENT

2.1 Prices listed within the Twisted Sisters product or service proposal will remain valid for 14 days from the date sent to you, the event commissioner, and should be secured with the notified deposit amount. Prices will be secured for the event unless the ingredients or components for the intended final design of the product or service rise significantly in which case we shall notify the event commissioner as soon as reasonably possible and pass this cost on to said event commissioner.  At Twisted Sisters we grow our own however in certain circumstances i.e. failed crops we might need to source from other growers in the local area.

2.2 Full payment for the product or service must be received prior to the event or service and no less than 4 weeks before the event or we will not go ahead with the event. 

2.3 Twisted Sisters hire many items to event commissioners free of charge including but not exhaustive, vases, containers baskets and generic props, but not exhaustive.  These items are loaned on a goodwill basis and any items hired that are lost, damaged or broken must be paid for. As such, to recover these costs, we will add a security deposit of £100 to your final invoice and deduct any relevant amounts, refunding the difference up to 7 days after your event. Larger items may incur a hire fee. 

2.4 We will move your ceremony arrangements between rooms at the same venue free of charge with the Bespoke Collection. However, due to the logistics and strict timescales of moving flowers from churches to the reception venue, we may charge a £150 fee for this. This is non-negotiable. If clear-down of the venue is required at the end of the event this will attract a fee at which will be detailed on your invoice.

2.5 Once final payment has been made for any of the packages, no changes can be made unless agreed by Twisted Sisters.

3. THE SELFIE

3.1 Each bucket will contain a seasonal mix of fresh cut flowers and foliage. Please note that every bucket is unique, and the choice of flowers will, of course, reflect what is growing in the field at the time however the value of the bucket will be the same. 

3.2 You will receive the best of what is growing in the field and you will receive care instructions with your flowers informing you on how take care for your blooms.

3.3 There will be no consultations with the Selfie.

3.4 Selfie orders are available for pick up at an agreed time from our studio. Selfie flowers will be available for collection up to 2 days before the event. Delivery is available for an additional fee. (See para 6)

3.5 Once the product leaves the studio it then becomes the responsibility of the event commissioner.

3.6 Four weeks prior to your event, we will reconnect with you to finalize your order. Final additions and substitutions can be made at this time.

4. THE CAPSULE COLLECTION

4.1 Melissa of Twisted Sisters will be in charge of creating your flowers. This will be based on season and availability. We will arrange your flowers using the best of what is growing the week of your wedding in your desired colour palette from bright, pastels and neutral options.

4.2 There will be no consultations with the Capsule Collection. 

4.3 Four weeks prior to your event, we will reconnect with you to finalize your order. Additions, substitutions and small changes can be made at this time.

4.4 Capsule collection orders are available for pick up at and agreed time from our studio, this is generally the day before between 1300 – 1600 or on the day of the event before 1200. This will be arranged between Twisted Sisters and the event commissioner at the four-week point. 

4.5 Delivery is available for an additional fee. If Twisted Sisters are to deliver to the venue there will be no set up, only delivery to site to a person nominated by the event commissioner (See para 6).

4.6 Twisted Sisters accept no responsibility for failure to collect, wear or use any arrangements for specific use by the bridal party, i.e. buttonholes or bouquets, once they have been left by our team at the relevant- and pre-agreed- venue.  Any oversight to correctly collect and, for example, pin on buttonholes on behalf of the wedding party as a whole, or by an individual, remains the responsibility of said wedding party and/ or individual.

4.7 Once the product leaves the studio it then becomes the responsibility of the event commissioner.

5. THE BESPOKE EVENT SET UP

5.1 Melissa of Twisted Sisters will personally create your flowers, and her dedicated team will deliver and set up. You will be advised of who will be setting up your event in advance.  

5.2 Twisted Sisters accept no responsibility for any damage caused by flames or lit candles at an event once we have left the wedding set up. Whilst Twisted Sisters Floral Design may provide candles and candle vessels, it is usually the caterer and/or venue staff that light them and we will not therefore be held accountable for any damage caused by them. 

5.3 Twisted Sisters accept no responsibility for failure to collect, wear or use any arrangements for specific use by the bridal party, i.e. buttonholes or bouquets, once they have been left by our team at the relevant- and pre-agreed- venue.  Any oversight to correctly collect and, for example, pin on buttonholes on behalf of the wedding party as a whole, or by an individual, remains the responsibility of said wedding party and/ or individual. 

5.4 Twisted Sisters request that we are the sole provider of floral arrangements and/ or fresh flowers and foliage décor. If you wish to add your own arrangements, please notify us. Please note, other than church flower teams, we will not work or partner with any other provider of floral décor for your event. This is non-negotiable. 

6. DELIVERY

6.1 Twisted Sisters charges for travel at a cost of 60p per mile for the Bespoke package. For travel times over 60 minutes, a rate of £25.00 per hour will be charged.  For the Selfie or the Capsule Collection delivery will be charged at a basic rate of £50 within 20 miles of Twisted Sisters Studio.

6.2 Incorrect personal details may lead to problems or delays in delivery, so before placing or confirming your order for a product or service, please ensure that you, the event commissioner, have provided full address and telephone details, including accurate postcode of the intended recipient and your contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered. This can be completed via the Booking Form. 

6.3 The event commissioners flowers will be delivered or set up at a time prior agreed between Twisted Sisters and you, the event commissioner. If for any reason we are not able to meet the delivery or set up time, the event commissioner will be notified as soon as feasibly possible. 

7. Cancellation of the Twisted Sisters products or service

7.1 Cancellation of the Twisted Sisters products or service must be notified as soon as reasonably possible. Any deposit paid will be retained regardless of the circumstances of the cancellation. As per term 2.2, we must receive full payment 4 weeks before the event. If you cancel your event within this time, after we have received payment from you, we will be unable to offer a refund, and will retain the full amount. Please see below for following timescales and refund amounts: 

7.2 9 months or more before event date: Deposit retained, no further payment required

6-8 months before the event date: Deposit retained, and an admin fee of £150 required 

3-5 months before the event date: Deposit retained, and 50% of final amount payable 

Less than 3 months- up to event date: Deposit retained, and full amount payable.

8. Third party products or service 

8.1 Twisted Sisters may hire in items for use in event floristry. All items are checked thoroughly and mint condition is ensured. However, if an item were to break, crack or cause injury to a 3rd party or individual then Twisted Sisters will accept no responsibility. We will provide full contact details of the hirer and from there, the dispute is to be settled between the event commissioner and the supplier of said faulty item. 

9. Workshops & Classes

9.1 Twisted Sisters have a strict no refund policy. We will however consider the transfer of workshop/class place in special circumstances only.

9.2 Split payment options are sometimes offered on workshops. Initial payment will constitute a non-refundable booking fee/deposit. The remaining balance would be required in full four weeks prior to the workshop date.

9.3 The final payment is wholly the responsibility of the attendee/client. If payment is not received on or by the due date Twisted Sisters reserve the right to revoke the booking and the client will rescind their deposit/booking fee.

9.4 Some workshops may require a minimum attendance to run.

10. Complaints about the Twisted Sisters product or service 

10.1 In the event that the event commissioner is not satisfied with the Twisted Sisters product or service, any complaints should be addressed in the first instance, and within 24 hours from the delivery date, to: 

Email               Debbie@twistedsisters.co.uk 

Telephone       07768 518008

Address          Twisted Sisters,, Park Lodge, Marden, Hereford, Herefordshire. HR1 3EZ.

10.2 Because of the perishable nature of our products, the event commissioner will be advised upon delivery how to store/care for your product and we ask that you fulfil this. Usually, the instruction will be to keep the product in a cool place, away from draft, heat or strong fumes and, if a bridal bouquet, in its tissue paper or gift bag until usage. Once the product leaves the studio it then becomes the responsibility of the event commissioner.

11. Social media and the use of images of your flowers 

11.1 Twisted Sisters reserves the right to post images taken by us of your flowers on social media and our website. This may be on the day of your event or any time in the future. We will send you copies of the images we have taken should you request them. 

12. Disclaimer- Ill health, Acts of God or adverse weather conditions 

12.1 Whilst we agree to use our reasonable endeavours to ensure that the Twisted Sisters is fully operational and error-free we cannot guarantee this. Acts of God, sudden ill health and adverse weather conditions may affect our ability to deliver the Twisted Sisters product or service. However, in cases of adverse weather we will remain in contact with the event commissioner in the lead up to the event and, if the event is out of season, we will discuss a contingency plan with the event commissioner. We have contingency plans for such occasions of sudden ill health. If Melissa of Twisted Sisters is unable to personally complete or deliver your event, then this will be completed by a member of our in house team or outsourced accordingly. Ultimately, we can accept no responsibility for Acts of God, sudden ill health or adverse weather conditions and if we are prevented from providing the Twisted Sisters Floral Design service or product as agreed, then we can only offer a refund of full monies paid.  

13. General

13.1 We reserve the right to supplement and amend the Terms and Conditions of Twisted Sisters product or service from time to time. We will inform the event commissioner of any changes to the Twisted Sisters terms and conditions. If you do not sign and return a copy of the Terms and Conditions as listed herewith, by paying a deposit and proceeding with the booking you are entering into a contract and therefore agree to these Terms and Conditions. 

13.2 Additionally, we reserve the right to suspend, restrict or terminate Twisted Sisters products or services for any reason at any time.